Description

SDL Role

At Continuant, our passion is to reshape the landscape of Unified Communications (UC) and Audio-Video (AV) for enterprise operators.

We offer not only jobs, but fulfilling careers, where your contributions can lead to tangible rewards and advancements. You will have the opportunity to make a real impact in the world of communications, utilizing your skills and ambition to drive progress.

We are passionate about our customers, and we are looking for our next Service Delivery Lead who feels the same way! As an SDL, you will be responsible for successful delivery of Continuant’s largest and most complex customer commitments.

The role manages customer engagements, ensuring delivery services for customer requirements in their telephony and Unified Communications environments.

What You’ll Do :

• Monitor and manage all facets of the global managed services commitment.
• Work with individual process owners and managers to identify issues, performance levels and potential improvements.
• Monitor and report on key metrics for all service areas. Track trending data and adjusting appropriately over time.
• Analyze all data to ensure the service level agreements and performance standards are maintained and customer requirements are consistently met.
• Enforce and improve the operational systems, processes, and policies to support the deliverables to our customers.
• Identify and resolve issues and conflicts within the service delivery organization.

Why Join Our Team :

• Our Service Delivery Team is the heartbeat of Continuant. We are passionate about creating an excellent customer experience because we love our customers.
• We love to see our employees grow. We believe healthy culture includes both feedback and affirmation. You grow with clear, positive feedback.

You thrive with affirmation.

We thrive in an environment that is fun and filled with potlucks, spirit weeks, and meme wars. We cheer each other on and we love to win together.

Qualifications

What You Need to be Successful :

• You enjoy puzzles and recognize trends.
• You are agile but calculated and can pivot and make decisions that are good for both Continuant and the customer.
• You have unwavering grit and are not afraid to roll up your sleeves and do whatever it takes when the time calls. You are willing and happy to support your team.
• You are calm, cool, and collected under pressure and you thrive in the face of adversity.
• You are passionate about process improvement.
• You are willing to teach / mentor others and are a perpetual learner. You look for opportunities to grow in your daily interactions and activities. You embrace feedback.
• You do what’s right even when it’s hard.
• You place kindness above all else.

Requirements :

• You are a seasoned Customer Service or Service Delivery lead with a minimum of 2 years of experience.
• You have excellent written and verbal communication skills.
• You can read contracts and help the Service Desk achieve customer KPIs.
• You are familiar with ITIL Practices.
• You have experience with SLA management / compliance.

Bonus Skills :

• Background in technology.
• Tech savvy.
• Experience using Microsoft Office365 including Teams, Outlook, OneNote, SharePoint, Visio.
• ServiceNow experience a plus.

Benefits :

• Medical ($0 premium!), Dental, Vision Benefits
• Fitness Fund allowance for gym memberships and massages
• Commuting bonus for in office positions
• Matching 401(K) program
• 12 days paid time off plus 6-8 paid holidays
• Gym, massage therapist, pickle ball court, chiropractor, and naturopath on-site

Learn More : https : / / www.continuant.com / careers

Continuant takes pride in having a dynamic, diverse workforce. We are an Equal Opportunity Employer. Drug test and criminal background check are required at the time of employment.

Continuant is a Drug Free Work Environment. Any candidate that tests positive for marijuana or ANY controlled substance and / or alcohol during a pre-employment drug / alcohol screening will not be eligible for hire.

Last updated : 2024-06-24